MONIQUE C. WADEN
high point,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Accenture
01.2024 - Current
- Assisted members in navigating company website.
- Process federally funded benefit applications for customer such as snap and medicaid.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Credit Recovery Specialist
Target
09.2022 - 06.2023
- Enhanced debt recovery rates by implementing effective collection strategies and techniques.
- Managed over 50 calls per day
- Improved client satisfaction through timely communication and resolution of account discrepancies.
- Negotiated payment arrangements with customers, resulting in increased revenue and reduced delinquencies.
- Assisted in the development of new policies and procedures to streamline the recovery process and minimize losses.
- Managed a high volume of accounts while maintaining a professional demeanor and attention to detail.
- Reduced outstanding balances by executing strategic follow-up calls and written correspondence.
- Evaluated customer financial situations, offering tailored solutions that benefited both parties involved.
Customer Service Representative
Energy Federation
02.2022 - 07.2022
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Increased sales by 10%
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Delivered superior customer service to retain existing customers and attract future customers.
- Handled customer inquiries and high volume calls to solve billing and ordering.
Data Entry
Napa
12.2020 - 07.2021
- Compiled data and reviewed information for accuracy prior to input.
- Completed data entry tasks with accuracy and efficiency. Entered numerical data into databases with speed and accuracy using 10-key pad.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Located and corrected data entry errors and reported to management.
- Kept high average of performance evaluations.
Service Advocate
Aetna
09.2019 - 05.2020
- Assist customers with insurance related issues such as benefits, eligibility and claims
- Interface with customers, solving their health care concerns and increasing customer satisfaction
- Coordinate with clinicians to compile member's care plan
- Research sources to ensure quality data integrity Maintain productivity and accuracy levels in accordance with department benchmark requirements
- Customer engagement with energy efficient products
- Employee advocate between team and leadership Accurately entered information into various computer programs
- Analyzed customers' issues and complaints and initiated corrective actions
Document Processor
One Source Document Solutions
11.2017 - 02.2019
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Worked with internal staff to process documents and sent for closing.
- Converted documents from one application to another.
- Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.
- Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
USPS
Postal Clerk
11.2015 - 10.2016
- Sorted mail according to size, shape and destination.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
Machine Operator
Analog Devices
11.2013 - 11.2014
- Operated machining equipment safely with team of operators.
- Operated multiple machines simultaneously to meet production requirements.
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Complied with company and OSHA safety rules and regulations.
Education
Associate of Arts -
Brookstone College of Business
Greensboro01.2004
Skills
- Core Competencies and Strengths
- 10 years of providing optimal customer service
- Ability to multi-task efficiently
- Past Due Account Management
- Settlement Negotiation
- MS Windows
- Excel
- Zendesk
- Salesforce
Timeline
Customer Service Representative
Accenture
01.2024 - Current
Credit Recovery Specialist
Target
09.2022 - 06.2023
Customer Service Representative
Energy Federation
02.2022 - 07.2022
Data Entry
Napa
12.2020 - 07.2021
Service Advocate
Aetna
09.2019 - 05.2020
Document Processor
One Source Document Solutions
11.2017 - 02.2019
USPS
Postal Clerk
11.2015 - 10.2016
Machine Operator
Analog Devices
11.2013 - 11.2014
Associate of Arts -
Brookstone College of Business